Conversation analytics

Understanding how your support team performs is key to delivering a better customer experience. The Reports section in Deskwoot gives you visibility into your team's performance and conversation trends, helping you identify bottlenecks, celebrate wins, and make data-driven decisions. Whether you're a team lead reviewing weekly metrics or a founder keeping a pulse on support quality, conversation analytics provides the insights you need.

How to access conversation analytics

1. Log in to your Deskwoot dashboard.
2. Navigate to the Reports section from the main sidebar.
3. Select the date range you want to analyze using the date picker at the top of the page.
4. Review the metrics displayed on the overview dashboard, or drill into specific reports for more detail.

Overview metrics

The overview dashboard surfaces the most important KPIs at a glance:

• Total conversations – The number of conversations created during the selected period.
• Average first response time – How long it takes, on average, for an agent to send the first reply after a conversation is opened.
• Average resolution time – The average duration from when a conversation is created to when it is marked as resolved.
• Overall CSAT score – The aggregate customer satisfaction rating based on post-conversation surveys.

Use these metrics together to get a holistic picture. For example, a low first response time paired with a low CSAT score may indicate that initial replies are fast but not helpful enough.

Exporting data

Click Export CSV on any report to download the data as a spreadsheet. This is useful for sharing results with stakeholders, creating custom charts, or archiving historical performance data outside of Deskwoot.

Best-practice tips

• Review metrics weekly. Consistent check-ins help you spot trends early, such as a gradual increase in resolution time that might signal staffing issues.
• Set internal benchmarks. Define target values for first response time and CSAT, then track progress against them each period.
• Combine quantitative and qualitative data. Metrics tell you what is happening; reading individual conversations tells you why.
• Filter by date range strategically. Compare similar periods (e.g., week-over-week or month-over-month) for the most meaningful insights.

Common pitfalls

• Ignoring outliers: A single conversation with an extremely long resolution time can skew your averages. Look at the overall trend rather than reacting to one data point.
• Focusing on a single metric: Optimizing only for speed may hurt quality. Always balance response time goals with CSAT performance.

Frequently asked questions

How far back can I view analytics data?

You can select any available date range using the date picker in the Reports section. The data displayed will reflect conversations from the chosen period.

Can I track individual agent performance?

If agent-level breakdowns are available in your Reports section, you can filter or sort by agent to compare individual metrics such as response time and resolution time.

What format does the exported file use?

Reports are exported as CSV (comma-separated values) files, which can be opened in any spreadsheet application such as Microsoft Excel or Google Sheets.